screenpop.preprocessing-rule
Section: crm-adapter
Default Value: default
Valid Values: default, none, or a pre-processing rule section name.
Changes Take Effect: When the session is started or restarted.
Introduced: 9.0.0
Specifies the pre-processing rule to apply to the Automatic Number Identification (ANI) before showing the screen pop. If the option is not defined, the default rule is applied. The possible values are:
- default — applies the default rule, which removes +1 from the beginning of the ANI.
- none — turns off pre-processing.
- <pre-processing-rule-section-name> — name of the pre-processing rule section. Within this rule section, you must set the following key/value pairs:
- expression — A regex that defines the condition to be matched.
- replacement — The string to replace the matched substring. If you set this value to empty, this removes the matched section.
- description — A short description of the rule.
Here's how the default rule would be configured:
[crm-adapter]
screenpop.preprocessing-rule: preprocessing-rule-remove-prefix
[preprocessing-rule-remove-prefix]
expression: ^\\+1
replacement:
description: "Remove +1 from the beginning of the number"click-to-dial.preprocessing-rules
Section: crm-adapter
Default Value: default
Valid Values: default, none, or a comma-separated list of pre-processing rule section names
Changes Take Effect: When the session is started or restarted.
Specifies the pre-processing rules to apply to the phone number before making a dial request. If the option is not defined, the default rule is applied. The possible values are:
- default — applies the default rules:
- If the phone number is 10 digits, add +1.
- If the phone number is 11 digits, add +.
- If the phone is greater than 11 digits and doesn't start with 011, add 011.
- none — turns off pre-processing.
- <pre-processing-rule-section-name(s)> — name of the pre-processing rule section(s). Within a rule section, you must set the following key/value pairs:
- expression — A regex that defines the condition to be matched.
- prefix — The prefix to be added to the phone number if the expression is matched.
- description — A short description of the rule.
Here's how the default rules are configured:
[crm-adapter]
click-to-dial.preprocessing-rules: preprocessing-rule-10-digit-US-numbers,
preprocessing-rule-11-digit-US-numbers, preprocessing-rule-international-numbers
[preprocessing-rule-10-digit-US-numbers]
expression: ^[0-9]{10}$
prefix: +1
description: "If it is 10 digits add +1"
[preprocessing-rule-11-digit-US-numbers]
expression: ^[0-9]{11}$
prefix: +
description: "If it is 11 digits, add +"
[preprocessing-rule-international-numbers]
expression: ^(?!011)[0-9]{8,}$
prefix: 011
description: "If it is greater than 11 digits and doesn't start with 011, add 011"Note: Adapter runs each rule in sequence until it finds a match and adds the prefix. No further rules are executed.
Automatic_Number_Identification
Also known as ANI. A feature that passes a caller’s telephone number over the network to the receiving location, so that the caller can be identified. Sometimes referred to as a “Caller ID.” ANI is a North American term, and Calling Line Identification (CLI) is an alternative term that is used elsewhere.
Glossary
Click-to-dial
Click-to-dial allows you to dial a phone number directly from Salesforce phone fields. Based on the pre-processing rules defined in the configuration options, Adapter formats the selected phone number and then dials it. These configurations are often helpful while dialing an international number. You will see the formatted phone number in the screen pop.
Pre-processing rules for international dialing
You can configure Adapter to apply custom pre-processing rules on click-to-dial requests to adjust the format of phone numbers or ANI for international dialing.
To support click-to-dial for international numbers, the pre-processing rules you setup in Adapter examines the phone number it receives from Salesforce to determine if a prefix should be added before making the dial request. This can be helpful when local numbers are stored in Salesforce records, but dialing prefixes are required to dial the call. You can configure pre-processing rules with the click-to-dial.preprocessing-rules option. For example, you can configure a pre-processing rule to prefix the phone number being dialed with a leading +1 .
You can also define pre-processing rules for the screen pop to replace a portion of the ANI — for example, to remove a leading +1. This can be helpful in cases where local phone numbers are stored in Salesforce, but inbound customer calls might include international prefixes. You can configure these rules with the screenpop.preprocessing-rule option.